Coronavirus FAQs and Updates

Please see our Help Centre for the most up-to-date information on store openings, current delivery times, our returns policy and any other questions you may have at this time.

Hello old friends…

We hope you are keeping safe and well. We are so happy to say that all Paperchase stores are now open in line with government guidelines and we’re extremely excited to welcome you back!

We’ve cleaned, restocked and taken every care to make sure you can enjoy the usual fun and colourful experience of shopping at Paperchase – with a healthy dose of safety on the side.

The safety and wellbeing of our colleagues and customers is our top priority. To ensure this is maintained at all times, we have implemented the following measures across Paperchase stores:

  • Enhanced cleaning and personal hygiene procedures, including hand sanitiser for colleagues and a limit to the number of customers in a store at any one time
  • Social-distancing stewards and signs dedicated to managing queues and ensuring customers can navigate stores safely and effectively
  • Protective screens at till points where it is more difficult to maintain a two-metre distance
  • PPE for colleagues who wish to use it, as well as social distancing on the shop floor and in back of house
  • Making card payments easier with an increased contactless payment limit of £45

Please note that from Friday 24th July it will be compulsory for customers to wear face masks in shops.

We would like to say a heartfelt thank you to the Paperchase community for continuing to support us during this challenging time, and for your cooperation in helping us to look after everyone.

For those of you who would prefer to shop from the comfort of your home, you can find a superb selection of stationery, cards, gifts and much more, 24/7 at paperchase.com.

We can’t wait to see you again!



FAQs

These are correct as of 14th August 2020. We’ll try to update them as often as we can but the situation is unprecedented and changing regularly so please bear with us.

STORES

What will you be doing to make sure that the cleanliness of stores is safe?

In simple terms it means we will be cleaning all touch points thoroughly on a more regular basis e.g. counter tops, protective screens, baskets, doors / door handles etc.

Which Paperchase stores are open?

All of our stores are now open, as well as all of our concessions inside House of Fraser, Next, Selfridges and Fenwick (where the host store is open). To find your nearest store, please visit our store finder.

Will your concession stores in Selfridges, House of Fraser and Fenwick be open?

Will your concession stores in Selfridges, House of Fraser and Fenwick be open? All of our concessions are now open but opening times will be managed by the host stores. For more information please visit the relevant host store’s website.

Will I be able to do click & collect at the open stores?

For the time being, we will not be offering click and collect to stores. Our website offers a number of delivery options direct to your home including next day delivery, if you order before 4pm.

Can I return something to store, that I bought online?

Yes you can. For full returns information click here.

You have a heroes discount offer online, will you be honouring this in-store?

Yes. Please find all the information on how to redeem and who qualifies here.

I don’t want anyone else to handle my Treat Me card but would still like to use it, is this possible?

Yes, if you just show your Treat Me card at the till, the store colleague will be able to look you up on the system by manually searching your details.

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ONLINE ORDERS

Will I get my online order?

Our website warehouse and carriers are currently experiencing a higher than normal volume of orders. We’re aiming to fulfil all online orders, but it may take a bit longer than normal. Currently, where Standard delivery is selected, orders are taking around 3 to 5 working days to reach their new home. Please bear with us – it’ll be worth the wait, we promise.

What are my delivery options at the moment?

For the time being we have switched off Click & Collect services, but our Next Day Delivery services are now back (with an earlier cut off at 4pm). All orders successfully placed on our website before 4pm will have the option to choose Next Day Delivery, Morning Next Day Delivery or Nominated Day Delivery. We are working hard to make this cut off later but also to deliver everyone’s orders within the timescale they expect. That said, please be patient if your order is delayed - we are currently experiencing higher than usual volumes. .

Is the warehouse safe/clean?

We have taken precautions to reduce risks in our warehouse for both colleagues and customers. This includes increased cleaning on site and implementing social distancing procedures for colleagues. We will continue to review and update our practices according to government advice to ensure we keep our colleagues safe.

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CUSTOMER SERVICE

I have a question, how can I get in touch?

The best way to contact us is by clicking on the "Contact Us" button below. Please provide as much information as possible in your request. We aim to respond to all emails as soon as possible, but please bear in mind that there may be some delays due to an increased number of customer queries at this time.


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RETURNS & REFUNDS

I bought something from Paperchase, can I still return it?

You have 30 days from the date of purchase (for something bought in-store) or date of receipt (for something bought online) to return anything to one of our stores or send back to us. See full details of our returns policy here.

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